CITIZENSERVICE

CHARTER DELIVERY

Revision 2:April 2017

VISION:

MISSION: To continually improve accessibility and safety of Kenya’s road transport system for all users.

MANDATE OF NTSA • To advise and make recommendations on matters relating to road transport and safety.

• To implement policies relating to road transport and safety

• To plan, manage and regulate the road transport sector in accordance with the provisions of the Act No. 33, 2012

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CORE FUNCTIONS OF NTSA We are committed to upholding the following core functions as the guide to Service Delivery:

• Registration and licensing of motor vehicles

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• Regulate the Public Service Vehicle (PSV)

• Advise the Government on national policy with regards to road transport system

• Developing and implementing road safety strategies

• Facilitating the education of the members of the public on road safety

• Conducting research and audits on road safety

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• Establishing systems and procedures for and oversee the training, testing and licensing of drivers

• Formulating and reviewing the curriculum of driving schools

• Co-coordinating the activities of persons and organizations dealing in matters relating to road safety

OUR COMMITMENT We value all our customers and strive for excellence in the services that we provide. Our customer service charter sets out our commitment to you and outlines the standard of service that you can expect in your dealings with us.

Through our service standards we will;

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• Provide you with clear, accurate and timely information

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Treat you with respect and always act with honesty and integrity

• Strive to continuously improve our processes and the way we do business with you

• Actively seek your feedback on our services to ensure they meet your needs

• Be responsive by dealing with all customer complaints as quickly as possible and respond to your enquiries on phone, via NTSA App and our emails.

Your feedback and comments are important to us. The information you provide will help improve our services. When you receive good service, help us to recognize the efforts of our people.

The Director General,National Transport and Safety AuthorityHill Park Building, Upper HillP.O. Box 3602-00506, Nairobi, Kenya,Tel: +254(20)6632000/300,GSM: +254-709932000/300,E-mail: info@ntsa.go.ke ,complaints@ntsa.go.ke Website: www.ntsa.go.ke

The Commission Secretary/Chief Executive Officer Commission of Administrative Justice2nd Floor, West End TowersOpposite Aga Khan High School off Waiyaki WayP.O.BOX 20414-20200, Nairobi, Kenya,Tel+254 20 2270000/2303000/2603765/2441211/8030666 Email: certificatepc@ombudsman.go.ke,Web: www.ombudsman.go.ke

Any service that does not conform to Commitment to Courtesy and Excellence in Service Delivery or any officer who does not live up to above standards should be reported to:

Registering a TIMS AccountSERVICES

• Go to www.ntsa.go.ke

• Click on the TIMS logo

• Click on Subscribe to receive SMS

• Click on Register your Account

• You can either register as an individual,

• For individuals, Enter ID Serial Number, Provide your Mother’s Maiden Name , Enter PIN Number and submit

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• For Aliens, enter Alien ID Serial Number and Date of Issue of Passport

• Complete the registration process by providing all the required information

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Disclaimer

When registering your TIMS Account, ensure the

belongs to the owner of the Account.

If assisted to register an Account, ensure the information is captured correctly and all details belong to the owner of the Account.

TIMS is a self-service portal managed by an individual owner or company. When registering an Account, all codes and passwords shall be sent to the number provided. It is prudent that any information relating to an account is not disclosed to any other party.

NTSA shall not be liable for any transactions within your Account.

CHARGES

Free

TIMELINE

Instant

REGISTRATION OF MOTOR VEHICLE AND ISSUANCE OF NUMBER PLATES AND DISPATCH OF NEW LOGBOOKREQUIREMENTS FOR SERVICES

• Log on to www.ntsa.go.ke

• Click on the Vehicle Registration button and proceed to make the application

• Once you complete the process, click on submit and the application will be forwarded to NTSA for processing

• Buyer should wait for approval online and an SMS alert will be sent once the logbook and number plate is ready for collection

• e.g. banks

• Second hand/used vehicle registration is done by the dealer

• Log on to www.ntsa.go.ke

• Click on the TIMS logo

• Both buyer and seller must have an account on TIMS

CHARGES

Registration

• Depending on the vehicle

Number plate

• Number plate-Kshs.2050

• Special Number Plate-Kshs.30,000

TIMELINE

2 working days after submission-Number Plates

5 working days- Log book

TRANSFER OF OWNERSHIP & DISPATCH OF LOGBOOKS

REQUIREMENTS FOR SERVICES

• Log on to www.ntsa.go.ke

• Click on the TIMS logo

• Both buyer and seller must have an account on TIMS

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• Click on the Vehicle Registration button and proceed to apply for transfer of ownership.

• Fill in the required details and attach the necessary documents

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code sent to your mobile

• Tick on disclaimer displayed

• The buyer should proceed to accept or decline ownership

• collection point, ID number and phone number of the person to collect the logbook

• Click on submit and the application will be forwarded to NTSA for processing

• Buyer should wait for approval online and an SMS alert will be sent once the logbook and number plate is ready for collection

CHARGES

Depending on CC of the vehicle

TIMELINE

3 working days

PROCESSING OF REFLECTIVE NUMBER PLATES

REQUIREMENTS FOR SERVICES

• Log on to www.ntsa.go.ke

• Click on the TIMS logo

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• Create new process and click on replacement

• Fill in the required details

• Once you complete the process click on submit and the application will be forwarded to NTSA for processing

• One should wait for approval online and an alert will be sent via SMS once the number plate is ready for collection

CHARGES

One-Kshs.1050

Both-Kshs.2050

TIMELINE

5 working days

COPY OF MOTOR VEHICLE RECORDSREQUIREMENTS FOR SERVICES

• Log on to www.ntsa.go.ke

• Click on the TIMS logo

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• Click on online search and select motor vehicle search

• You can choose to either do the search using the vehicle Registration Number or Chasis Number

• Make payment

• Click complete

• A copy of records will be generated and one has an option to print

CHARGES

Depending on CC of the motor vehicle

TIMELINE

Instant

FOREIGN VEHICLE PERMITSREQUIREMENTS FOR SERVICES

• Form C32 or Carnet.

• After approval of said documents, an applicant log in to the N.T.S.A eCitizen portal.

• Applications can be made on either of the four accounts (E-Business, E- Citizen, E-Visa or Foreign Resident Accounts)

• detailing, the length of stay approved and vehicle particulars.

• Forms required during application include; Forms C32 or Carnet and a valid insurance

• Logbooks are optional as most applicants leave them at border points.

• This is followed by payment and submission of applications.

• The applications are then accessed by NTSA.

• If there is an issue with the application, NTSA will send it back for corrections. If there is no issue the permit will be issued.

CHARGES

Private Motor vehicle Permits

• Below 2000 CC for 1 Month – USD 21

• Below 2000 CC for 3 Month – USD 51

• Above 2000 CC for 1 Month – USD 41

• Above 2000 CC for 3 Months – USD 101

Commercial/ P.S.V Motor Vehicle Permits.

• Commercial Vehicles for 1 Month – USD 21

• Commercial Vehicles for 3 Months – USD 51

Trailers

• Trailers for 1 Month -- USD 41

• Trailers for 3 Months -- USD 101

TIMELINE

2 hours

KENYA GARAGE PLATES (NEW APPLICATIONS & RENEWALS) – GARAGES & TOW TRUCKSREQUIREMENTS FOR SERVICES

• Applicants register and log in toe-Business N.T.S.A portal.

• Complete the requisite form provided in the system detailing the location, KRA PIN, Telephone Number and other requirements

• Make payment and submit to NTSA for

New Applications: Documents Required:

• County Government Business Permit.

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Renewals: Documents Required:

• County Government Permit

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CHARGES

New Applications Kshs.18,550

Renewal Kshs.6,350

TIMELINE

1 working day

KENYA GARAGE PLATES (NEW APPLICATIONS & RENEWALS) – DEALERS• Applicants register and log in toe-Business

N.T.S.A portal.

• Complete the requisite form provided in the system detailing the location, KRA PIN, Telephone

Number and other requirements

• Make payment and submit to NTSA for

New Applications: Documents Required:

County Government Permit

Renewals: Documents Required:

• County Government Permit

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CHARGES

• New Applications -Kshs. 18,550

• Renewals- Kshs. 6,350

TIMELINE

1 working day

PROCESSING AND RENEWAL OF NEW DEALER LICENCE• Applicants register and log in toe-Business

N.T.S.A portal.

• Complete the requisite form provided in the system detailing the location, KRA PIN, Telephone Number and other requirements

• Make payment and submit to NTSA for

New Applications.

Documents Required:

• County Government Business Permit.

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Renewals.

Documents Required:

• County Government Business Permit.

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Previous years License.

• Applicants register/ log on to e-Business N.T.S.A

on the system detailing their location, pin, telephone number and such.

• This is followed by payment.

• Applications are then submitted to a licensing

CHARGES

Kshs.9,650

TIMELINE

1 working day

SECOND HAND DEALERSHIP LICENSE (NEW APPLICATION & RENEWALS)• Applicants register and log in toe-Business

N.T.S.A portal.

• Complete the requisite form provided in the system detailing the location, KRA PIN, Telephone Number and other requirements

• Make payment and submit to NTSA for

New Applications.

Documents Required:

• County Government Business Permit

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Renewals.

Documents Required:

• County Government Business Permit

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CHARGES

Both renewals and Registration cost the applicant Kshs.4,250

TIMELINE

1 working day

2nd

MOTOR VEHICLE INSPECTION• Log on to www.ntsa.go.ke

• Click on the TIMS logo

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• Click on motor vehicle inspection

• Create new process

• Select the kind of inspection required (annual, change of particulars or new)

• Go to details and make payment

• Choose the date and unit for inspection

• Make a print out of the invoice slip

• On the inspection day, take with you the printed invoice

CHARGES

Ksh.1050

TIMELINE

Depending on available inspection centres

CHANGE OF PARTICULARS: COLOR, ENGINEREQUIREMENTS FOR SERVICES

• Log on to www.ntsa.go.ke

• Click on the TIMS logo

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• Key the vehicle registration number Click on

change of particulars

• Select the particular item you require to make changes on

• Go to details and make payment

• Click on submit and the application will be sent to

• An SMS alert shall be sent once the logbook is ready for collection

CHARGES

Ksh.300 per change plus

Kshs.500 for the logbook and

Kshs.50 convenience fee.

TIMELINE

5 working days

NATIONAL TRANSPORT AND SAFETY AUTHORITY

100% FREE EASY TO USE CONVENIENT

NTSA SELF SERVICE APP

SERVICE COMPLAINTS/COMPLIMENTS

DOWNLOAD & INSTALL

Key FeaturesYou can Report Road Incidents

Check the status of your Driving Licence.

Check your Road Service and Licensing Status.

Check the status of your Sacco Licence.

Check the status of the PSV Licensing.

Check the status of Vehicle’s Night Travel Licence.

Check the Inspection Status of your motor vehicle.

NTSA is committed to Timely, Efficient and Effective Service Delivery

NATIONAL TRANSPORTAND SAFETY AUTHORITY

Make a visit toour offices in

@ntsa_kenyawww.ntsa.go.ke @ntsamediatims.ntsa.go.ke

You can now access Motor Vehicle Registration, Motor Vehicle Inspection Booking, Motor Vehicle Transfer of Ownership and Motor Vehicle Record Search, on to the TRANSPORT INTEGRATED MANAGEMENT SYSTEM (TIMS)

If you have any enquiries in regards to any of our services? Reach us through;

Write a letter through and send toNational Transport and Safety AuthorityHill Park Building, Upper HillP.O. Box 3602-00506,Nairobi, Kenya

NTSA Mobile APP available fordownload on Appleand Google Play Stores

NTSA Contact Centres:Safaricom: 0709 932 000/300Telkom: 020 6632 000/300

Facebookand twitter

Email:info@ntsa.go.kecomplaints@ntsa.go.ke

Nairobi Hill Park Building, Upper Hill

Thika Thika House ,KRA Offices ,Ground Floor

Nyeri Premier Plaza, Along Kanisa Road

Meru Angaine Plaza

Embu Mugo House, Ground Floor

Nakuru Generation House, 4th Floor

Eldoret Kiptagich House, 3rd Floor

Kericho District Commissioner’s compound

Kakamega Posta, KRA offices

Kisii Umoja Plaza, KRA Building

Kisumu Swan Centre, 1st floor

Machakos Naivas Building, KRA offices, 3rd Floor

Voi Porters House, KRA Offices 1st Floor

Mombasa Imaara building, (opposite

Pandya Hospital) 1st Floor

Garissa KRA Offices, 1st Floor

Did you know?

HUDUMA BORA NI HAKI YAKO

OFFICIAL WORKING HOURS:

Our offices in Nairobi and and other regions are officially open from Monday to Friday 8 a.m. - 5.00p.m and on weekends/holidays as may be necessitated by

need.

www.ntsa.go.ke